Comdial QuickQ Automatic Call Distributor Instructions Manual

							QuickQ Automatic Call Distributor
System Manager’s Guide
For Windows NT
®  and Windows 2000® Operating Systems 
						

							Comdial October, 02
Comdial® strives to design the features in our communications systems to be 
fully interactive with one another. However, this is not always possible, as the 
combinations of accessories and features are too varied and extensive to 
insure total feature compatibility.  Accordingly, some features identified in this 
publication will not operate if some other feature is activated. Comdial 
disclaims all liability relating to feature non-compatibility or associated in any 
way with problems which may be encountered by incompatible features. 
Notwithstanding anything contained in this publication to the contrary, 
Comdial makes no representation herein as to the compatibility of features.
GCA70-357.03
10/02
Printed in U.S.A. 
						

							Oct 02 Comdial i
TABLE OF CONTENTS
1. Introducing The  QuickQ ACD System  ............................................................................7
1.1 Understanding This Guide  ............................................................................................7
1.1.1 Becoming Familiar With Conventions Used in This Guide  ............................... 7
1.2 Understanding QuickQ  .................................................................................................8
1.3 Organizing The Call Center Staff   ................................................................................8
1.4 Describing The System Components ............................................................................9
1.4.1 Call Processor ..................................................................................................... 9
1.4.2 Digital Voice Announcer .................................................................................... 9
1.4.3 Telephone Extensions ....................................................................................... 10
1.5 Understanding The Wallboards  ..................................................................................10
1.5.1 Modes Of Operation ......................................................................................... 10
Parameter Mode  .................................................................................................10
Text Mode  ..........................................................................................................11
Priorities .............................................................................................................11
1.6 Describing QuickQ System Features  ..........................................................................12
1.6.1 Answer Bin ....................................................................................................... 12
1.6.2 Abandoned Bin  ................................................................................................. 12
1.6.3 Call Queuing  ..................................................................................................... 12
1.6.4 Even Distribution  .............................................................................................. 12
1.6.5 Delay Announcements  ...................................................................................... 13
1.6.6 Understanding the Messages  ............................................................................ 13
1.7 Management Information System (MIS) Reporting  ...................................................14
1.7.1 Describing QuickQ Agent Features  .................................................................. 15
Account Codes ...................................................................................................15
Calls Waiting Indication ....................................................................................15
Log-in / Log-out .................................................................................................15
Make Set Busy  ...................................................................................................15
Supervisor Help and Monitoring  .......................................................................15
Wrap-up Time  ....................................................................................................16
1.8 Describing QuickQ Group Features ...........................................................................16
Alarm Threshold (Time)  ....................................................................................16
Alarm Threshold (Calls in Queue) .....................................................................16
Automatic Day-to-Night Mode ..........................................................................16
Automatic Answer Mode  ...................................................................................16
Manual Answer Mode  .......................................................................................17
Overflow Group  .................................................................................................17
Overflow Threshold ...........................................................................................17
Priority Call Handling ........................................................................................17
Redirect Threshold .............................................................................................17
Call Screen Mode ...............................................................................................18
Notes ..................................................................................................................18
2. Programming QuickQ  ......................................................................................................19
2.1 Understanding System Startup ....................................................................................19 
						

							ii Comdial October, 02
2.1.1 Preparing System Layout / Worksheets  ............................................................ 19
2.1.2 Programming QuickQ Without A Protection Key  ............................................ 20
2.1.3 Programming QuickQ From Another PC Through Networking  ...................... 20
2.2 Signing In  ...................................................................................................................20
2.2.1 Signing In to the Manager’s Level  ................................................................... 20
2.3 Enabling the Toolbar and Status Bar  ..........................................................................21
2.3.1 Signing Through to the Group Supervisor’s Level  ........................................... 21
2.4 Signing Out  .................................................................................................................21
2.4.1 Signing Out and Exiting QuickQ  ...................................................................... 22
2.5 Manager Programming  ...............................................................................................22
2.5.1 Entering your Company’s Data  ........................................................................ 22
2.5.2 Activating a Group ............................................................................................ 23
2.5.3 Deactivating A Group ....................................................................................... 24
2.5.4 Activating Group Supervisor  ............................................................................ 24
2.5.5 Setting The Intergroup Overflow ...................................................................... 25
2.5.6 Assigning Account Codes ................................................................................. 26
2.5.7 Arranging the Stat Bins ..................................................................................... 27
2.5.8 Controlling the Wallboards ............................................................................... 28
Setting Up a Wallboard ......................................................................................29
Programming Wallboard Parameters .................................................................30
2.5.9 Changing Your Password  ................................................................................. 31
2.5.10 Setting Announcement Titles .......................................................................... 32
2.5.11 Synchronizing the Date and Time  .................................................................. 33
2.5.12 Backing Up Announcements  .......................................................................... 34
2.5.13 Restoring Announcements  .............................................................................. 34
2.6 Supervisor Programming ............................................................................................35
2.6.1 Preparing the Group Layout/Worksheet ........................................................... 35
2.6.2 Programming Modes of Operation  ................................................................... 35
Modes .................................................................................................................35
2.6.3 Programming the Thresholds ............................................................................ 37
2.6.4 Configuring The Day to Night Schedule  .......................................................... 38
2.6.5 Activating the Agent Group .............................................................................. 39
2.6.6 Activate a Line Group  ...................................................................................... 40
2.6.7 Changing Your Password  ................................................................................. 41
2.6.8 Using the Calling Number ID  ........................................................................... 41
Setting Up a Customer List ................................................................................42
Adding a New Customer ....................................................................................43
2.6.9 Configuring Line Group Announcements  ........................................................ 44
2.6.10 Configuring Agent Groups  ............................................................................. 45
Adding, Changing, and Deleting Agents  ...........................................................45
Notes ..................................................................................................................46
3. Operating the QuickQ System  .........................................................................................47
3.1 Detailing the QuickQ Telephones ...............................................................................47
3.2 Logging In and Out of QuickQ  ...................................................................................48
3.3 Operating As An Agent  ..............................................................................................50
3.3.1 Answering Automatically ................................................................................. 50 
						

							Oct 02 Comdial iii
3.3.2 Answering Manually ......................................................................................... 50
3.3.3  Wrapping Up A Call  ........................................................................................ 51
3.3.4 Making Your Telephone Busy .......................................................................... 51
3.3.5 Requesting Help ................................................................................................ 51
3.3.6 Transferring Calls In or Out of QuickQ ............................................................ 52
3.3.7 Making an Outgoing Call  ................................................................................. 52
3.3.8 Entering Account Codes  ................................................................................... 53
3.3.9 Using Calling Number ID  ................................................................................. 53
3.4 Operating As a Supervisor ..........................................................................................54
3.4.1 Changing the Mode of Operation  ..................................................................... 54
3.4.2 Reviewing The DVA16 Announcement Messages  .......................................... 55
3.4.3 Monitoring The Agents ..................................................................................... 56
3.4.4 Viewing The Current Call Statistics  ................................................................. 57
3.5 QuickQ Displays For Scout Telephones .....................................................................58
4. Using Management Information  .....................................................................................59
4.1 Obtaining a Detailed Printout  .....................................................................................59
4.2 Selecting Setup ...........................................................................................................60
4.3 Selecting Real Time Reports  ......................................................................................61
4.3.1 System Real Time Reports  ............................................................................... 61
4.3.2 System Real Time - Lines ................................................................................. 61
4.3.3 System Real Time - Agents  .............................................................................. 61
4.3.4 Supervisor’s Real Time Report ......................................................................... 62
4.4 Selecting the Historical Reports  .................................................................................62
4.4.1 Selecting the Hourly Report  ............................................................................. 63
4.5 Selecting Current Reports ...........................................................................................64
4.6 Selecting the Report Schedule  ....................................................................................65
4.6.1 Daily Reports  .................................................................................................... 65
4.6.2 Weekly Reports ................................................................................................. 65
4.6.3 Monthly Reports ............................................................................................... 66
4.7 Working with Wallboards ...........................................................................................67
4.7.1 Programming Wallboard Messages  .................................................................. 67
Creating a New Wallboard Message   ................................................................67
 ...........................................................................................................................69
Revising a Wallboard Message ..........................................................................69
Sending a Wallboard Message ...........................................................................70
Deleting a Wallboard Message  ..........................................................................70
4.7.2 Setting Wallboard Alarms    .............................................................................. 70
Creating a New Wallboard Alarm Threshold  ....................................................71
Revising a Wallboard Alarm Threshold  ............................................................72
4.7.3 Creating Wallboard Schedules .......................................................................... 72
Creating a New Wallboard Schedule  .................................................................72
Revising the Scheduled Programming for a Selected Wallboard Message  .......73
4.8 Selecting the Abandoned Calling Number ID Report  ................................................73
4.9 Selecting Configuration Reports .................................................................................74
4.9.1 Selecting The Reports  ....................................................................................... 74
4.10 Selecting QuickQ MIS Reports  ................................................................................75 
						

							iv Comdial October, 02
4.10.1 Viewing Typical MIS Reports  ........................................................................ 76
Answer Bins Report ...........................................................................................77
Abandon Bins Reports  .......................................................................................78
Incoming Call Report .........................................................................................79
Average Time Report–Total Time Agent Report Definitions  ...........................81
5. Appendix A  ........................................................................................................................85
5.1 Using QuickQ With a Mouse ......................................................................................85
5.1.1 Clicking (Selecting an Item)  ............................................................................. 85
5.1.2 Dragging (Moving a Window)  ......................................................................... 85
5.2 Understanding QuickQ Window Graphics  .................................................................86
6. Appendix B  ........................................................................................................................87
6.1 System Layout / Worksheet ........................................................................................87
7. Appendix C  ........................................................................................................................91
7.1 Group Layout / Worksheet .........................................................................................91
7.1.1 Group Setup  ...................................................................................................... 91
7.1.2 Agent Group Setup  ........................................................................................... 92
7.1.3 Line Group Setup  .............................................................................................. 93
7.1.4 Management Information ................................................................................. 93
7.1.5 Message Scripts  ................................................................................................ 94
7.1.6 Preferred Customer Abandoned Call Record Setup  ......................................... 96
7.1.7 Wallboard Setup Record ................................................................................... 97
7.1.8 Wallboard Parameter Setup  .............................................................................. 97
7.1.9 Wallboard Messages ......................................................................................... 98
7.1.10 Wallboard Schedules  ...................................................................................... 99
7.1.11 Wallboard Alarms  ......................................................................................... 100
8. Appendix D  ......................................................................................................................103
8.1 Reviewing The Programming Road Map  .................................................................103
Start-up, and System Manager’s Windows ......................................................103
Group Supervisor’s Window  ...........................................................................106
9. Appendix E  ......................................................................................................................109
9.1 Backing Up System Reports  .....................................................................................109
9.1.1 What is the Windows NT Backup option?  ..................................................... 109
9.1.2 Why should you use it?  ................................................................................... 109
9.1.3 How often should you use it?  ......................................................................... 109
9.1.4 How do you use it?  ......................................................................................... 109
10. Appendix F  ....................................................................................................................111
10.1 Understanding Emergency Operations  ...................................................................111
10.1.1 Notifying Agents ........................................................................................... 111
10.1.2 Rebooting The QuickQ System  .................................................................... 111
10.1.3 Signing-In Agents  ......................................................................................... 111
10.1.4 Printing Screen Information .......................................................................... 111
10.1.5 Saving Call Statistics .................................................................................... 112
11. Appendix G ....................................................................................................................113
11.1 Detailing Comdial’s Technical Assistance  .............................................................113
11.1.1 Verifying Equipment Operation  ................................................................... 113
11.1.2 Explaining The Repair Service  ..................................................................... 113 
						

							Oct 02 Comdial v
11.1.3 Upgrading Your System Knowledge  ............................................................ 114 
						

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							October, 02 Comdial 1
QuickQ System Manager’s Guide
1.  INTRODUCING THE  QUICKQ ACD SYSTEM
1.1  Understanding This Guide
This manual will assist you in using your QuickQ automatic call distributor.  It provides a complete 
description of the QuickQ features, a detailed outline of the system configuration, and general 
operating instructions. 
 This manual is one of two manuals that comprise the system documentation
1.1.1  BECOMING FAMILIAR WITH CONVENTIONS USED IN THIS GUIDE
Certain typographical conventions appear throughout this guide to simplify the instructions.  These are 
explained below:
Items appearing on a screen that you should click on with your mouse to cause a desired action are 
shown in bold letters.
Important text showing on a screen is shown in italics.
Keys that you are required to press are shown as, Enter.
NOTE: On some keyboards, the Enter key may be called Return.
The word message is used exclusively when referring to text messages and the word announcement is 
used exclusively when referring to voice announcements.
The word wallboard is used exclusively when referring to the optional electronic display board.  This 
device may be called electronic message center, reader board, display, sign, or other names in related 
literature.
Many of the QuickQ programming windows contain one or more of the following commands you can 
click on with your mouse:
New - Click on this word when you want the system to produce a dialog box that will allow you to 
make a new entry.
Properties - Click on this word when you want to edit the item on the screen that you have high-
lighted.
Remove - Click on this word when you want to remove the item on the screen that you have high-
lighted.
Help - Clicking on this word will cause text to appear on your screen to explain items on the associated 
window
Notes bring your attention to a particular item. Notes are given between paragraphs of text, and are 
shown in the following form:
NOTE: If you are using the keyboard use the Tab key to move from field to field.  If you are using the 
mouse, click on the field you wish to work with. 
						

							Introducing The  QuickQ ACD System
2 Comdial October, 02
Unless otherwise noted, the name Digital Communications System used throughout this manual 
encompasses all three Comdial systems—DXP, DXP Plus, or FX Series.
1.2  Understanding QuickQ
QuickQ is an Automatic Call Distribution (ACD) system designed to handle incoming calls as effi-
ciently and economically as possible.  It answers calls by distributing the workload equally among the 
Agent staff. Typically, QuickQ speed, efficiency and management control usually results in a 20–40 
percent increase in the productivity of the Agent force and a 10 to 20 second decrease in the average 
call answer time. 
 The four primary functions of the QuickQ are as follows:
•  Provide a waiting queue to increase the effective arrival rate of the incoming calls, and to allow 
more productive time for the Agent.
•  Play prerecorded announcements when no Agents are available thus encouraging the caller to 
wait in a queue.
•  Automatically distribute the workload among the Agents to allow an equal distribution of duties, 
effecting greater productivity.
•  Provide comprehensive statistical management reports that allow rational and efficient allocation 
of the call center’s resources, and provide quick feedback to agents on system status via optional 
electronic displays called wallboards.
Any corporation or company that answers incoming telephone calls with a staff of Agents or trained 
people is a potential candidate for the considerable cost savings and service benefits of the QuickQ.
In an automatic call distribution (ACD) application, a calling customer needs to reach a service person 
in a particular area but does not need to reach a specific individual. 
 For example, the customer may be 
calling a company to place an order, check a reservation, or talk to a support or help desk. 
 In all cases, 
it is important that the call be answered as quickly as possible by any service person in that area.
It is statistically proven that a single large group of agents is more productive than an equal number of 
agents in several smaller groups provided that the calls are homogeneous.
Calling traffic is considered homogeneous when anyone within a group of trained representatives can 
effectively handle the call; however, this uniformity does not imply that ACD systems can handle only 
one type of call. 
 Many successful operations exist where different types of calls reach specially trained 
operators in a busy call center. However, it is more efficient to separate different types of calls into 
groups. 
 QuickQ has the ability to configure the ACD operation into 16 groups, each of which can have 
four line groups.
1.3  Organizing The Call Center Staff 
An ACD center requires specialized personnel.  If the department is large enough, an effective ACD 
staff will consist of the following personnel:
•  System Manager,
•  Group Supervisors,